Divisional Governance Support Manager | North Bristol NHS Trust

North Bristol NHS; Bristol; On-site; GBP 60,000 - 80,000; Full time

Job summary

A healthcare provider in Bristol is seeking a Divisional Governance Support Manager to lead on patient experience and governance management. The role includes managing complaints, supporting incident processes, and ensuring effective governance practices across divisions. Ideal candidates will have experience in handling complex complaints and engaging with patients to improve service delivery. Application deadline is 29 Sep 2025.

Responsibilities

• Leading on PALS and complaints management within the division.
• Supporting incident and risk management processes.
• Advising on governance procedures including reporting, investigation, and follow-up of clinical incidents and complaints.
• Delivering training as required.
• Managing a caseload of clinically complex complaints.
• Assisting clinical leads and service managers in maintaining effective governance practices.
• Deputising for the Patient Experience Lead and Governance Lead.
• Engaging with patients, gathering feedback, and ensuring their voice is shared.
• Monitoring and conducting in-depth analysis of incidents and trends.

Job description

Overview

We are looking for a motivated supportive individual to join us as a Divisional Governance Support Manager. The post holder will support the Governance Team across the division and its specialties, working closely with the Divisional Patient Experience Lead and Governance Lead to ensure governance is embedded in delivering North Bristol NHS Trust’s strategic themes.

Responsibilities

• Leading on PALS and complaints management within the division.
• Supporting incident and risk management processes.
• Advising on governance procedures including reporting, investigation, and follow-up of clinical incidents and complaints.
• Delivering training as required.
• Managing a caseload of clinically complex complaints in line with national targets and Trust policy.
• Assisting clinical leads and service managers in maintaining effective governance practices.
• Deputising for the Patient Experience Lead and Governance Lead, including producing clinical governance highlight reports.
• Ensuring actions and learning from complaints, PALS responses, and incidents are completed and documented.
• Engaging with patients, gathering feedback, and ensuring their voice is shared across the division and Trust.
• Escalating concerns appropriately to senior clinicians and managers.
• To work closely with the divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience and patient safety.
• A lead role in the management of the divisional wide complaints and PALS reporting and tracking system in conjunction with the central complaints team.
• Produce and present specialty reports at regular divisional and specialty governance meetings which demonstrate quality, safety, patient experience, clinical outcome measures and statutory compliance.
• Analyse, interpret and present outcome data and ensure that any outlying outcome measures are fully understood, disseminated as necessary and closely monitored.
• Coordinate, attend and take the minutes in the local resolution meetings, and bereavement meetings.
• To represent the divisional governance team at meetings as delegated.
• Manage all currently established methods of obtaining patient feedback and ensure there is an active programme of learning to constantly improve the patient experience.
• Monitor and conduct in depth analysis of incidents, risk, compliments, complaints, feedback and PALS trends and ensure that they are shared across the division.

About North Bristol NHS Trust

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

Equality, Diversity and Inclusion

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Application

For a detailed job description and the main responsibilities, please refer to the attached job description.

This advert closes on Monday 29 Sep 2025